customer communication management Archives

18Dec

By Africa BusinessNo Comments

Tech

Building trust amidst suspicion: The impact of AI on business and society

By Wayne Toms, CEO of Ghostdraft Hardly a day passes without someone, somewhere, speculating about artificial intelligence (AI) and whether we, as businesses and society at large, can and should trust the technology. While much of the fear mongering is based on hearsay and outright speculation, there certainly are legitimate concerns. However, businesses and consumers have more than enough reason to believe — and trust — AI’s ability to add significant value to their processes and lives. Customer communication management (CCM), infused with complementary AI, has literally shifted the goalposts for what businesses can achieve with personalised, accurate and compliant customer communication at scale. On the other hand, screaming headlines work people into a state. Rumours have surfaced ...

The Role of Customer Communication Management in Building Trust and Loyalty in Banking Platforms

Peter Ottermann, CTO at GhostDraft Everyone knows what businesses like Uber and AirBnB are - they are platforms that connect vendors who have something to sell with people who want to buy those goods and services. This platform concept marked a fundamental shift in the world of business because what was traditionally difficult - such as finding a place to stay on holiday or trying to figure out where to find transport - has now become easy, fast and convenient. That’s key. It has meant that the modern consumer now expects and demands this type of frictionless experience. Banks are about as traditional a service as you can find, yet technology has enabled them to shift into the platform space. The reason banks are shifting towards becoming platform businesses is that there are many fac...

CCM’s Paradigm Shift: From Document Automation to Intelligent Solutions

By Wayne Toms, CEO at GhostDraft Businesses that rely on communicating to thousands of customers, often at the same time, have had to make use of document automation in one form or another. Insurers, banks, medical schemes, conveyancers, among others, have some kind of system in place to generate thousands of customer communications in the shape of policies, policy updates, wills, benefit statements, and much more. However, the world is not the same as it was just five years ago, never mind a decade ago. Customers have changed. Everyone not only has a smartphone, and they are increasingly using it as their primary means of shopping and doing their business. As such, they expect more from their insurers, banks, medical schemes, and others. They don’t want friction and they want their cont...